Category Archives: Energy

Digital Exclusion and vulnerable consumers

The next webinar in the ESAN special events series will take place on Monday 27 September 2021 at 12.10 pm.  Arun Rao from Citizens Advice will present the research findings of the vulnerability work stream’s project looking into the experiences of digitally excluded consumers in the energy market and how this impacts on the future of the retail energy market. If you would like to participate please get in touch by email

 

How do we ensure essential services are affordable post Covid-19?

As we start to think about how we respond to the
longer-term financial impacts of Covid-19, and linked
to that how we can best ensure that essential services
such as water, telecoms and energy are affordable for
citizens in the future, Sustainability First challenges us not
to fall into the trap of ‘group think’ and ‘collective failure of imagination’ when it comes to exploring the potential scenarios, options
and the solutions.

Inclusive Design in Essential Services

A new programme of research,  led by Fair By Design and the Money Advice Trust,  explores the issue of inclusive design in credit, insurance, energy and other essential services markets. The Inclusive Design in Essential Services project will publish two reports in 2020 on how regulators and businesses can adopt inclusive design strategies in their work. 

Moving Forward Together on Consumer Experience

UKRN, with the FCA, Ofcom, Ofgem, Ofwat and CCWater, have worked together to develop a set of performance scorecards to measure the customer experience across key sectors. You can now access the scorecards for financial services, communications, energy, and water in one place – with consumer metrics covering service quality, price differentials and satisfaction levels.

What would really help consumers of essential services?

The report of the ESAN Conference 2018 with conference slides and videos of the presentations where available have now been published. Thank you to everyone who attended and special thanks for the BT team who hosted the event. Please continue to share your thoughts of what would really help consumers of essential services on #ESANdebate.

Citizens Advice publishes best practice guide for energy suppliers

On 18 January Citizens Advice published the findings of its research looking at how energy suppliers could effectively signpost and refer vulnerable customers to third parties, such as debt advice and support services.

The research found that fewer than 1 in 4 consumers believe that their energy supplier had ever offered them help and support, with fewer than one in ten being able to recall being signposted or referred to a third party organisation.
The best practice guide is designed to help energy suppliers signpost and refer vulnerable consumers to the right source of help.

#esanevent stimulates debate on consumer voice

On Wednesday 2 November, 18 speakers and 92 delegates came together at the iconic BT Tower for the ESAN Conference: How can the consumer voice be better heard in the regulation of essential services?  “Fantastic speakers, great content, excellently chaired”   #esanevent
Earth Hour

Ofgem seeks insights for future regulation

Ofgem-standard-picOfgem is to begin a new process of horizon scanning. It wants to better understand what is driving system change, the likely impacts on consumers and the implications for regulation. This information will help it set priorities for the evolution of regulatory arrangements. Ofgem has issued an open letter, explaining how to get involved, asking stakeholders to register their interest at energy.futures@ofgem.gov.uk.